AccountId: 011433970860
ContactId: 14b227a4-59c1-4420-993a-4fb524bdce59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130070 ms
Total Talk Time (AGENT): 53072 ms
Total Talk Time (CUSTOMER): 58258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/14b227a4-59c1-4420-993a-4fb524bdce59_20250618T15:46_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just calling to check benefits for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can
[CUSTOMER][POSITIVE] And also to make sure that we are make sure that we are in network with this with y'all also.
[AGENT][POSITIVE] Sure, I can assist you with benefits. And first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 02363636.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm. It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for um an office visit?
[CUSTOMER][NEUTRAL] Well, they want to be new patients here, so I just was, that's why I was calling to see what kind of benefits it is and um.
[CUSTOMER][NEUTRAL] Just to make sure we are in network.
[AGENT][NEUTRAL] OK, and actually under this policy, I'm giving you a message to call a different number to verify policy and benefit information.
[CUSTOMER][NEUTRAL] OK. What's that?
[AGENT][NEUTRAL] That number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, right. I'll do that. Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] I don't think so. Um, if you can't do, if you can't do the benefits and.
[CUSTOMER][NEUTRAL] You know, eligibility. I, yeah, I guess I need to call this number.
[AGENT][POSITIVE] OK, well, I thank you, [PII], for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye, bye.